Customer Service Self Assessment
To quickly assess the effectiveness of your
customer service, take this simple quiz either here or
by printing out this screen and keeping score.
For each question, rate your customer service
organization: 1-never; 2-rarely; 3-sometimes; 4-frequently;
5-always.
_____ 1. Our company is totally committed to building customer
loyalty.
_____ 2. Each employee understands that success hinges on pleasing
customers.
_____ 3. Serving customer needs takes precedence over our internal
needs.
_____ 4. Each employee understands that quality customer service
starts with a
positive can-do
attitude.
_____ 5. We make it easy for our customers to do business with us.
_____ 6. We deliver what we promise to our customers.
_____ 7. We actively seek customer feedback and complaints.
_____ 8. We eliminate unnecessary procedures that do not add value
for our
customers.
_____ 9. We clearly understand what our customer’s requirements and
needs are.
_____ 10. We consistently demonstrate to our customers that we care
about their
business, and
that we are a partner in their success.
_____ 11. Our employees are experts in the products we supply and
services that we
offer.
_____ 12. We treat our employees with dignity and respect.
_____ 13. We communicate frequently with our customers.
_____ 14. We study our competitors to get ideas on how we can do
things better.
_____ 15. We reward customer loyalty.
SCORING
Add your totals to see where your customer
service organization stands:
60-75 Great Job! Your
company is a customer service champion.
45-59 Not Bad! This might be a good time to refine
your customer service skills.
30-44 Watch Out!
You need to work on your customer service skills.
15-29 Warning! You are at
risk of losing customers.
Learn more about how to create a
sustainable competitive advantage by delighting customers, and how
to measure “the voice of the customer.”
For our newsletter subscribers only, we have
limited time offer:
|
Contact us by November
10, 2009 to receive a one-hour free consultation and a 15%
discount on related workshops and seminars, including our
proprietary assessments. Call: 973-696-7878 |
www.CMC-ChangeManagement.com |